Symantec A/V problem with Microsoft Outlook

[Jeff Foster]

First of all, I have done a search on the Microsoft knowledgebase and
returned nothing relevant.

I have a user that I am having issues with. He has 2 computers and both are
exhibiting the same issue with Outlook and Symantec A/V. He has been using
Outlook Express for his email client on both machines up until yesterday. I
transferred his account settings and email over to Outlook 2003. Upon
completion, I opened his inbox to verify that it was receiving messages
properly and got the following error:

"Microsoft outlook can not open the add-in 'C:\Program
files\Symantec_Client_Security\Symantec...' Running a detect and repair
form the help menu may resolve this problem"

Of course, that's not the exact wording but that's the jist of it...and yes,
it cut off the file path of the item it is trying to load.

I'm stumped. I ran a detect and repair - same error. I uninstalled
Symantec A/V completely and then reinstalled - same error. I then
reinstalled Microsoft Office 2003 in place - same error. The only thing I
haven't done is completely uninstall Microsoft office and reinstall clean.

I have temporarly disabled Outlook from sending and receiving email and told
him to continue using Outlook Express since it doesn't have issues with
Symantec.

Any ideas on what is causing the Symantec Anti-Virus add-in to not load
properly? Is it an Outlook issue? A Windows XP issue? a Symantec issue?
A me not holding my head and arms at the right angle while transferring his
email issue?

For reference, one of the machines is WinXP SP2, the other is running Win2K
SP4. Both are running Office 2003 Standard and Symantec A/V Corporate
version 9.0.

Thanks for any help you can provide.

Jeff Foster

 

[adoys]

Ive seen this problem on MS Outlook(not on express). Try to rename the
C:\Documents and Settings\ittemp\Local Settings\Application
Data\Microsoft\Outlook\extend.dat to extend.old and reopen outlook see if
that works

 

[Roady [MVP]]

See if the add-in is still valid in that location. If it is rename
extend.dat .old to reset the add-in registry cache.
When you continue to get the error check Symantec for updates.
If you still get errors disable the Outlook integration from within Symantec
or by going to Tools-> Options-> tab Other-> button Advanced Options->
button COM Add-Ins/Add-In Manager and contact Symantec support.

--
Robert Sparnaaij [MVP-Outlook]
www.howto-outlook.com

Tips of the month:
-FREE tool; QuickMail. Create new Outlook items anywhere from within Windows
-Properly back-up and restore your Outlook data

 

[Jeff Foster]

Just to confirm...I should rename "ittemp" in the file path you mentioned to
my user's username..am I right?

Jeff

 

[Brian Tillman]

Just to confirm...I should rename "ittemp" in the file path you
mentioned to my user's username..am I right?

Specify it this way:

%UserProfile%\Local Settings\Application Data\Microsoft\Outlook\extend.dat.
Then you won't have to worry about the "C:\Documents and Settings\username"
part.

 

[Brian Tillman]

I'm stumped. I ran a detect and repair - same error. I uninstalled
Symantec A/V completely and then reinstalled - same error. I then
reinstalled Microsoft Office 2003 in place - same error. The only
thing I haven't done is completely uninstall Microsoft office and
reinstall clean.

Scanning your incoming (and especialy your outgoing) mail with an antivirus
program usually causes more problems than it cures, provided you run the AV
program's on-access (aka real-time) scanner and keep it up to date.
Symantec's offerings are especially antisocial when asked to play nicely
with Outlook.

 

[Paul]

Do a search on the Symantec site. This happens with Outlook 2003 and there
are steps to correct it on their site.